IT service desk managers are the unsung heroes of your organization. An IT Service Desk team is responsible for ensuring that the IT support services are provided promptly, that the correct level of service is provided, and that employee IT issues & requests are resolved as soon as possible.

Given that, an average day can be anything but normal for an IT Service Desk Manager.  From making sure the service desk team is delivering support services to the employees on time to ensuring the team are adequately skilled and staffed, all way to managing escalations. It could be a busy day.

And more often, they also need to get on escalation calls with vendors and employees to resolve their queries during peak times, making it challenging to an already demanding role.  As you can imagine, it’s never a dull day.

As customers adopt new tech and new ways of doing things, employees do not want to be left behind. CIOs are acknowledging the changing needs of employees and business, and tasking IT Service Desk Managers to transform how business can support employees anywhere, anytime using modern approach built on foundation of self-service automation.

Gabriel Grecco – Global IT Service Desk Manager at GoTo, and his team was in a similar situation; increasing calls and ticket volumes as employee size grew, improve employee experience, and modernize service desk model using creative use of emerging technology such chatbots and app workflows.

In this case study, we will discuss how GoTo is  using Workativ chatbot platform to set up an automated process to auto-resolve their employees IT queries and requests.

Read the rest of the case studyhere.

By Workativ